Frequently Asked Questions

Fire & Smoke

Can I clean up myself?

We suggest that you do not attempt any "do-it-yourself" cleaning methods without consulting your Restoration Technician. Pre-testing, using the right cleaning agent for the particular item, mixing deodorizing agents with cleaning solutions and using correct dilution rates are just some of the ways a fire restoration technician expertly controls the results. Professional cleaning systems and products used by experienced, trained technicians give you the best chance for complete restoration of your belongings.

What are some safety concerns?

Occupant and worker safety is our top priority. During the initial inspection, safety hazards are identified and addressed, including debris removal, air quality, electrical hazards, slip and trip hazards, etc. Burnt electrical cords and appliances are separated out for disposal, and questionable electrical appliances are unplugged and tagged for evaluation of safe operation. Electrical power may be turned off and kept off until evaluation by a licensed electrician.

How long can the restoration process take?

Depending on the scope of the project and the amount of damage, the restoration process may require several phases before completion. Through it all, your Project Manager will make the process seamless.

Do I need to move out of my property during the restoration process?

Depending on the extent of damage, this is ultimately your decision. Some things you may want to consider are safety concerns, odours, electricity, noise from equipment, etc.

Do my belongings need to be moved away from the premises?

Depending on the source, nature and extent of the fire, it may be best to move all belongings to a secure facility for cleaning and storage, and to make room for restoration or construction. We will work with you and your insurance claim representative to manage this process.

What about special items? Artwork, china, heirlooms, etc.

Some high-value items require restoration by a specialist. Working with your insurance claim representative, we can help you identify these and locate a qualified restorer.

Water & Flood Damage

Why are air movers and dehumidifiers used?

When water damage has occurred, water can be absorbed into the drywall (sheetrock), baseboards, sub-flooring, etc. Drying these surfaces requires high velocity air movers to accelerate the release of absorbed water into the air. Dehumidifiers are necessary for removing this excess moisture to help protect property and create conditions for efficient drying.

Who is responsible for monitoring the drying equipment?

Our water damage mitigation specialists will place and monitor equipment to achieve optimal results in the shortest amount of time. Equipment should never be turned off or moved by anyone other than the damage mitigation specialist.

What will it cost to run the equipment?

Based on average electrical rates, it may cost about one dollar per day per piece of drying equipment to operate. Actual rates can vary depending on current rates from your local electricity provider.

What about sewage contamination?

Hard surfaces can be cleaned and sanitized. Affected items that cannot be sanitized require disposal. Porous materials such as drywall, ceiling tiles, insulation, particleboard, paneling, etc. that have been directly affected should be removed during the emergency service visit.

What will you do with my area rugs?

Rugs are taken to our warehouse for special care. They need to be dried carefully to minimize bleeding of colors and discoloration. Your rugs will be dried, cleaned and returned.

My ceilings are wet. What needs to be done?

Our technicians will evaluate moisture content, determine the severity of the damage and may have to remove some of your ceiling for ventilation. Wet insulation can also be a hazard and may need to be removed.

Should I open the windows to help the drying process?

Opening your windows to assist the drying process is not always recommended. Outside weather conditions may vary, so the technician will determine when and if the outside air is appropriate.

Can I walk on the area during the drying process?

It is strongly suggested that you keep the traffic to a minimum. Wearing shoes is recommended for your safety.

What about my wet furniture?

The extent of damage and the construction of the furniture will determine if your furniture can be restored. Your furniture must be dried before damage can be adequately assessed. Non-salvageable furniture will be documented for you and if any items need to be discarded, a customer release form will need to be signed.

Other

What does pre-loss condition mean?

There may be some damage that existed prior to your loss. Therefore, these damages will not be included in the scope of repairs. We are responsible for returning your home to how it was before, or its pre-loss condition, using materials of like kind and quality. At your request, we will provide you with an estimate for any additional construction projects, also called non-insured work.

What would be considered non-insured work?

Any construction project unrelated to your loss is considered non-insured work. At your request, we will provide a separate estimate for a non-insured construction project, and we will require separate authorization and payment terms. If non-insured work will delay the completion of an insured portion, then the situation must be discussed with your Insurance Adjuster and the Project Manager.

Do I need a permit?

When required, your Project Manager will take out the appropriate permit(s) on your behalf, identifying our company as the general contractor. If applicable, permit fees are included in the estimate and may be covered by the insurance company.

Do my belongings have to be moved away from the premises?

Depending on the scope of work, contents may remain on location. We will take appropriate measures to securely cover and protect contents. Any construction related dust that collects would be addressed in the post-construction cleaning. For large restoration jobs, it may be best to move all affected contents to a secure, climate-controlled facility in order to protect them and make room for construction. Be assured that our technicians are fully trained and will treat your possessions with the utmost care. Our Automated Inventory Control System tracks the status of your belongings from move out to move back. We will work with you and your Insurance Claims Representative to manage this process.

Who is responsible for paying for the service?

Ultimately you, the property owner, are responsible for payment and will need to sign a form authorizing payment for the restoration services. If this is an insurance claim, we generally collects only the deductible amount from you before work begins, and bills the balance to your insurance provider as a service to you. If your project is not covered by insurance or you decide not to file a claim, you will be required to pay in full. A payment schedule may be agreed upon prior to the start of any non-insured work.